Statement of Work Template
Statement of Work LabTech® Pro Service Pack Hours
LabTech Software 4110 George Road Suite 200 Tampa, FL 33634
US Direct: 813.397.4600 UK: 0844.544.1690 AUS: 3.8652.1797
www.LabTechsoftware.com
www.LabTechSoftware.com
Contents Section 1 - Executive Summary......................................................................................................... 3 Section 2 - Introduction/Background ................................................................................................. 4 Section 3 - Commitments................................................................................................................... 5 Section 4 - Scope of Project ............................................................................................................... 6 Section 5 - Project Duration ............................................................................................................... 6 Section 6 - Method of Delivery ......................................................................................................... 6 Section 7 - Summary of Work ........................................................................................................... 7 Section 8 – Definitions / Terminology............................................................................................... 8 Section 9 - Acceptance..................................................................................................................... 11
LABTECH’S PERFORMANCE OF THE SERVICES STATED IN THIS STATEMENT OF WORK IS GOVERNED BY: (1) Part 1: The contents of this Statement of Work (“Statement of Work” or “Transaction Document”); (2) Part 2: The then current LabTech Consulting Services Terms & Conditions which are set forth at http://www.labtechsoftware.com/legal.php (in descending order of precedence, collectively these are called the “Agreement”)
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 2
www.LabTechSoftware.com
SECTION 1 - EXECUTIVE SUMMARY Welcome to LabTech® Software consulting and implementation services. LabTech Software develops the only remote monitoring and management (RMM) platform designed by a managed service provider (MSP) for MSPs. The LabTech Pro Services Pack is intended for partners who currently have LabTech and would like more in-depth training and demonstration to enhance the benefits of the system. LabTech PSP consulting sessions are conducted remotely on the partner’s LabTech server. Their purpose is to both describe functionality, features and assist the partner in getting the system set to best serve their needs. By using LabTech Software’s consulting services, you agree to the terms outlined in this document, regardless of any other prior representations. Any addition to the deliverables defined in this document will require a change control request to be approved by both parties. Any deliverable defined in this document may be waived in writing and is not exchangeable for other services. Such written communication is required to be noted in the project communications ticket. Project Duration: Pro Service Pack (PSP) hours must be used within one calendar year (365 days) of the purchase date. Project Hours: Determined by the number of hours purchased. Requirements: Provide a topic list for each session at least 3 days prior to the scheduled date. Deliverables: A series of one hour sessions (not to exceed the number of hours purchased) with a LabTech consultant.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 3
www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND The business objective of the partner is to enhance the effectiveness of the LabTech system by receiving expert training and/or consultation on system functionality. The goal is to provide the partner with the knowledge necessary to attain this objective through consulting sessions. At LabTech Software, we believe that providing outstanding professional services should be an integral part of our company’s offering. Your success is also our success, so we make every effort to provide efficient and affordable professional services through consultants to help you fast-track your investment in the LabTech RMM platform.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 4
www.LabTechSoftware.com
SECTION 3 - COMMITMENTS Our Commitment to You LabTech Software will provide you with a team to ensure the successful completion of the project. This includes coordinators from the Welcome Team for scheduling as well as experienced, qualified LabTech Software consultants to perform the services purchased. LabTech Software will ensure that resources are available to complete the work tasks and hold the meetings per the project timeline. LabTech Software will provide all deliverables described in this Statement of Work (SOW). LabTech Software will provide written communication and documents through the project communications ticket. LabTech Software will make all efforts to keep to the project schedule and milestone projections. Occasionally an emergency circumstance, communications or technical issue may interfere with a scheduled meeting; in those cases, we will notify you as soon as possible if a need to reschedule should arise. LabTech Software will provide a method of feedback for each consultation session. Your Commitment to Us Provide a LabTech administrator as the primary contact who will be responsible for the project in your company. Provide a topic list for each session at least 3 days prior to the scheduled date. Read through the documents we send you and ask questions if there is anything you do not understand. Providing feedback through returning surveys is appreciated. Provide ample time for the project primary contact at your facility to keep their meetings with the LabTech Software consultant and to complete the project requirements. When able, please provide one (1) business day notice to reschedule any meeting. We understand that emergency circumstances come up as is the nature of the IT services business and one day advance notice is not always possible. Missed meetings are defined as being absent from a scheduled GoToMeeting™ by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be placed “On Hold” and be rescheduled depending upon availability. Rescheduled meetings: The LabTech Software consultants’ time is scheduled out weeks in advance and their time blocks are full. If you have to reschedule three (3) or more meetings, the project will be placed “On Hold” for completion at a later date. A project returned from an “On Hold” status will be rescheduled at next availability and there is no guarantee that it will be assigned to the same LabTech Software consultant. Please note: persistent missing or rescheduling (more than three meetings) may result in project cancellation.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 5
www.LabTechSoftware.com
SECTION 4 - SCOPE OF PROJECT Included in this project: A series of one hour sessions that may be used for either training or consultation. These hours are intended to instruct and demonstrate to the partner how to best use the software. Not included in this project: Services not listed in this statement of work (SOW) are considered outside the scope of this project. Topics not requested at least three days prior to a training or consulting session are considered out of scope for that session. Integration of the LabTech application with other software (e.g. AV, Backup, Voice Messaging, Anti-Malware, Remote Control Software) is not included in this project. While this project does not include creating custom objects (i.e. monitors, scripts, groups), the steps required to do so may be discussed. The consultant may do some troubleshooting of issues at his discretion; however, he may defer the issue to LabTech support. If you require additional training or services not listed as part of this SOW, please contact your account manager to inquire about other services offered by LabTech Software.
SECTION 5 - PROJECT DURATION Period of Performance The start date of the Implementation project is when the Pro Service Pack agreement is signed. Pro Service Pack hours must be used in no more than one calendar year (365 days) from the purchase date. Online training is not included in the duration and should be completed before the project begins. The Welcome Team will not assign a session unless the topic list for that meeting has been received at least 3 days prior to the requested meeting date.
SECTION 6 - METHOD OF DELIVERY Place of Performance All work completed by the LabTech Software consultant will be performed remotely on your LabTech Server unless otherwise agreed to by LabTech Consulting Services. All scheduled meetings are held by way of LabTech Software hosting Citrix GoToMeeting™ sessions that will be setup by the LabTech Software consultant. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project ticket (communications ticket).
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 6
www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech Pro Service Pack project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access and have all necessary rights to install or update the software and system. The following is a list of the tasks that will be performed, which will result in the successful completion of this project:
Phase 1: Discovery Performed by the LabTech Software Welcome Team coordinators and the LabTech partner LabTech Software Welcome Team coordinators to send a welcome e-mail to the LabTech partner, including a topic list to set expectations of the project in accordance with the Statement of Work (SOW) document.
Phase 2: Kick-off The LabTech Software Onboarding Coordinator will schedule sessions on a ‘first available’ basis. The meeting is between the partner and the LabTech Software consultant.
Phase 3: Install/Configure/Validate Regular Pro Service Pack hours do not include any work outside a consulting session with a partner. The intent is for these hours to provide information on how to best use the software so the work can be performed by the partner at his discretion.
Phase 4: Consulting
Scheduled by the Welcome Team coordinator, meetings will be held with the LabTech Software consultant and the partner. Consulting sessions cover the best way to use aspects of the LabTech software with specific topics listed by the partner at least 3 days prior to each session. All sessions are held via GoToMeeting with the partner and a consultant Consulting sessions are held live on the partner’s LabTech server The next session may be scheduled by the consultant if: o The partner still has PSP hours remaining o The topic list for the next session has been defined o The next session date and time have been set
Phase 5: Project Closure
Upon completion of the consulting session(s), the LabTech Software consultant will send an email survey. After the final session, a survey will be sent and the project will be closed.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 7
www.LabTechSoftware.com
SECTION 8 – DEFINITIONS / TERMINOLOGY Account Manager Agent
Contract Consultant
Discovery Document LabTech Admin
LabTech Consulting Services Department LabTech Ignite™
LabTech Welcome Team coordinator
LabTech Server LabTech Support
Rev. Date: 7/30/15
www.LabTechsoftware.com/accountmanager A software agent is a piece of software that functions as an agent for a user or another program, working autonomously and continuously in a particular environment. In regards to LabTech, we are referring to the LabTech agent, which is deployed onto client computers and devices in order to manage and monitor those computers and devices remotely. Agreement or quote signed by the LabTech partner as approval for the purchase of software or services. Refers to a LabTech Software consultant, who is an employee of LabTech Software LLC with technical knowledge and training of use and best practices of the LabTech remote monitoring and management platform. The LabTech Software consultant may be referred to simply as ‘consultant’. This is an Excel workbook that will be emailed to you once you have signed the agreement for this engagement. The person designated as the LabTech system administrator at the partner’s location. The LabTech Admin is the designated person at your company to be in charge of managing the configuration of your LabTech server. The LabTech Admin should also be the primary contact for this project. LabTech Software Consulting Department Phone: 813-397-4600, option 4 Email: [email protected] Configuration of best practices involving monitoring, ticketing and patching developed by LabTech Software. LabTech Ignite™ provides out-of-the-box best practices in the form of pre-configured scripts, monitors, groups, alerts, searches, templates and a host of preestablished, automated processes that will empower any managed service provider (MSP)—big or small—to get up and running very quickly and very efficiently. The LabTech Welcome Team provides new LabTech partners with a single point of contact to help getting started with LabTech Software Training and Consulting Services, as well as with customer portal and LabTech University login. Every new LabTech partner is contacted by a dedicated Welcome Team coordinator who will guide them through getting started with LabTech after their initial purchase. Phone: 1-877-522-8323, option 5 Email: [email protected] This term refers to the partner’s server/infrastructure on which the LabTech server software application is installed. This term refers to the Support Department within LabTech Software LLC.
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 8
www.LabTechSoftware.com
Locations in regards to the LabTech RMM software are per Subnet. Each subnet is considered one (1) location. A location may have multiple network nodes and a LabTech agent installed on each qualified node.
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Training
Rev. Date: 7/30/15
A subnetwork, or subnet, is a logically visible subdivision of an IP network. The practice of dividing a network into two or more networks is called subnetting. All computers that belong to a subnet are addressed with a common, identical, most-significant bit-group in their IP address. A managed service provider is a person or organization that accepts and provides managed services. Managed services is the practice of outsourcing day-to-day IT management responsibilities as a strategic method for improving operations. This can include outsourcing production support and lifecycle build/maintenance activities. The person or organization that owns or has direct oversight of the organization or system being managed is referred to as the client or customer. This term refers to you the customer, your entity in its entirety. In some instances, this may be the technical lead assigned by the corporation to this project, the corporation itself, or any corporate resource(s). For the purposes of this Scope of Work, the project start date is the date of your scheduled kick-off meeting with your LabTech Software consultant. Professional services automation software (PSA) is designed to assist professionals such as lawyers, auditors, IT consultants and other professionals with project management and resource management for client projects. These features are often integrated with accounting, Customer Relationship Management (CRM) systems and payroll systems in order to improve efficiency of overall operations. Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft® which provides a user with a graphical interface to another computer over a network connection. The user employs RDP client software for this purpose, while the other computer must run RDP server software. RDP is a secure method of access when properly configured and uses RSA’s RC4 encryption cypher. Microsoft has a number of articles on how to properly configure RDP for secure access. Remote monitoring and management (RMM) is a collection of information technology tools that are loaded to client workstations and servers. These tools gather information regarding the applications and hardware operating in the client’s location, as well as supply activity reports to the IT service provider, allowing them to resolve any issues. RMM usually provides a set of IT management tools such as trouble ticket tracking, remote desktop monitoring and support and user information through a complete interface. A statement of work (SOW) is a formal document that captures and defines the work activities, deliverables and timeline a vendor must execute in performance of specified work for a client. This term is used to describe the LabTech Training regimen developed by the LabTech Training Department. It includes (but is not limited to) LabTech University, LabTech TV, virtual training via webinars and LabTech Boot Camps.
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 9
www.LabTechSoftware.com
Disclaimers Autotask™ is a registered trademark of Autotask Corporation.
ConnectWise™ is a registered trademark of ConnectWise.
GoToMeeting™ is a registered trademark of Citrix® Online.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 10
www.LabTechSoftware.com
SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work Acceptance with Signature: Prior to work being started, the partner must sign here to signify that they have read the Statement of Work and agree to the terms of this project. Please return the signed statement to your Welcome Team coordinator.
Project
LabTech Software – Pro Service Pack Hours
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 11
LabTech Software 4110 George Road Suite 200 Tampa, FL 33634
US Direct: 813.397.4600 UK: 0844.544.1690 AUS: 3.8652.1797
www.LabTechsoftware.com
www.LabTechSoftware.com
Contents Section 1 - Executive Summary......................................................................................................... 3 Section 2 - Introduction/Background ................................................................................................. 4 Section 3 - Commitments................................................................................................................... 5 Section 4 - Scope of Project ............................................................................................................... 6 Section 5 - Project Duration ............................................................................................................... 6 Section 6 - Method of Delivery ......................................................................................................... 6 Section 7 - Summary of Work ........................................................................................................... 7 Section 8 – Definitions / Terminology............................................................................................... 8 Section 9 - Acceptance..................................................................................................................... 11
LABTECH’S PERFORMANCE OF THE SERVICES STATED IN THIS STATEMENT OF WORK IS GOVERNED BY: (1) Part 1: The contents of this Statement of Work (“Statement of Work” or “Transaction Document”); (2) Part 2: The then current LabTech Consulting Services Terms & Conditions which are set forth at http://www.labtechsoftware.com/legal.php (in descending order of precedence, collectively these are called the “Agreement”)
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 2
www.LabTechSoftware.com
SECTION 1 - EXECUTIVE SUMMARY Welcome to LabTech® Software consulting and implementation services. LabTech Software develops the only remote monitoring and management (RMM) platform designed by a managed service provider (MSP) for MSPs. The LabTech Pro Services Pack is intended for partners who currently have LabTech and would like more in-depth training and demonstration to enhance the benefits of the system. LabTech PSP consulting sessions are conducted remotely on the partner’s LabTech server. Their purpose is to both describe functionality, features and assist the partner in getting the system set to best serve their needs. By using LabTech Software’s consulting services, you agree to the terms outlined in this document, regardless of any other prior representations. Any addition to the deliverables defined in this document will require a change control request to be approved by both parties. Any deliverable defined in this document may be waived in writing and is not exchangeable for other services. Such written communication is required to be noted in the project communications ticket. Project Duration: Pro Service Pack (PSP) hours must be used within one calendar year (365 days) of the purchase date. Project Hours: Determined by the number of hours purchased. Requirements: Provide a topic list for each session at least 3 days prior to the scheduled date. Deliverables: A series of one hour sessions (not to exceed the number of hours purchased) with a LabTech consultant.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 3
www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND The business objective of the partner is to enhance the effectiveness of the LabTech system by receiving expert training and/or consultation on system functionality. The goal is to provide the partner with the knowledge necessary to attain this objective through consulting sessions. At LabTech Software, we believe that providing outstanding professional services should be an integral part of our company’s offering. Your success is also our success, so we make every effort to provide efficient and affordable professional services through consultants to help you fast-track your investment in the LabTech RMM platform.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 4
www.LabTechSoftware.com
SECTION 3 - COMMITMENTS Our Commitment to You LabTech Software will provide you with a team to ensure the successful completion of the project. This includes coordinators from the Welcome Team for scheduling as well as experienced, qualified LabTech Software consultants to perform the services purchased. LabTech Software will ensure that resources are available to complete the work tasks and hold the meetings per the project timeline. LabTech Software will provide all deliverables described in this Statement of Work (SOW). LabTech Software will provide written communication and documents through the project communications ticket. LabTech Software will make all efforts to keep to the project schedule and milestone projections. Occasionally an emergency circumstance, communications or technical issue may interfere with a scheduled meeting; in those cases, we will notify you as soon as possible if a need to reschedule should arise. LabTech Software will provide a method of feedback for each consultation session. Your Commitment to Us Provide a LabTech administrator as the primary contact who will be responsible for the project in your company. Provide a topic list for each session at least 3 days prior to the scheduled date. Read through the documents we send you and ask questions if there is anything you do not understand. Providing feedback through returning surveys is appreciated. Provide ample time for the project primary contact at your facility to keep their meetings with the LabTech Software consultant and to complete the project requirements. When able, please provide one (1) business day notice to reschedule any meeting. We understand that emergency circumstances come up as is the nature of the IT services business and one day advance notice is not always possible. Missed meetings are defined as being absent from a scheduled GoToMeeting™ by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be placed “On Hold” and be rescheduled depending upon availability. Rescheduled meetings: The LabTech Software consultants’ time is scheduled out weeks in advance and their time blocks are full. If you have to reschedule three (3) or more meetings, the project will be placed “On Hold” for completion at a later date. A project returned from an “On Hold” status will be rescheduled at next availability and there is no guarantee that it will be assigned to the same LabTech Software consultant. Please note: persistent missing or rescheduling (more than three meetings) may result in project cancellation.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 5
www.LabTechSoftware.com
SECTION 4 - SCOPE OF PROJECT Included in this project: A series of one hour sessions that may be used for either training or consultation. These hours are intended to instruct and demonstrate to the partner how to best use the software. Not included in this project: Services not listed in this statement of work (SOW) are considered outside the scope of this project. Topics not requested at least three days prior to a training or consulting session are considered out of scope for that session. Integration of the LabTech application with other software (e.g. AV, Backup, Voice Messaging, Anti-Malware, Remote Control Software) is not included in this project. While this project does not include creating custom objects (i.e. monitors, scripts, groups), the steps required to do so may be discussed. The consultant may do some troubleshooting of issues at his discretion; however, he may defer the issue to LabTech support. If you require additional training or services not listed as part of this SOW, please contact your account manager to inquire about other services offered by LabTech Software.
SECTION 5 - PROJECT DURATION Period of Performance The start date of the Implementation project is when the Pro Service Pack agreement is signed. Pro Service Pack hours must be used in no more than one calendar year (365 days) from the purchase date. Online training is not included in the duration and should be completed before the project begins. The Welcome Team will not assign a session unless the topic list for that meeting has been received at least 3 days prior to the requested meeting date.
SECTION 6 - METHOD OF DELIVERY Place of Performance All work completed by the LabTech Software consultant will be performed remotely on your LabTech Server unless otherwise agreed to by LabTech Consulting Services. All scheduled meetings are held by way of LabTech Software hosting Citrix GoToMeeting™ sessions that will be setup by the LabTech Software consultant. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project ticket (communications ticket).
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 6
www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech Pro Service Pack project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access and have all necessary rights to install or update the software and system. The following is a list of the tasks that will be performed, which will result in the successful completion of this project:
Phase 1: Discovery Performed by the LabTech Software Welcome Team coordinators and the LabTech partner LabTech Software Welcome Team coordinators to send a welcome e-mail to the LabTech partner, including a topic list to set expectations of the project in accordance with the Statement of Work (SOW) document.
Phase 2: Kick-off The LabTech Software Onboarding Coordinator will schedule sessions on a ‘first available’ basis. The meeting is between the partner and the LabTech Software consultant.
Phase 3: Install/Configure/Validate Regular Pro Service Pack hours do not include any work outside a consulting session with a partner. The intent is for these hours to provide information on how to best use the software so the work can be performed by the partner at his discretion.
Phase 4: Consulting
Scheduled by the Welcome Team coordinator, meetings will be held with the LabTech Software consultant and the partner. Consulting sessions cover the best way to use aspects of the LabTech software with specific topics listed by the partner at least 3 days prior to each session. All sessions are held via GoToMeeting with the partner and a consultant Consulting sessions are held live on the partner’s LabTech server The next session may be scheduled by the consultant if: o The partner still has PSP hours remaining o The topic list for the next session has been defined o The next session date and time have been set
Phase 5: Project Closure
Upon completion of the consulting session(s), the LabTech Software consultant will send an email survey. After the final session, a survey will be sent and the project will be closed.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 7
www.LabTechSoftware.com
SECTION 8 – DEFINITIONS / TERMINOLOGY Account Manager Agent
Contract Consultant
Discovery Document LabTech Admin
LabTech Consulting Services Department LabTech Ignite™
LabTech Welcome Team coordinator
LabTech Server LabTech Support
Rev. Date: 7/30/15
www.LabTechsoftware.com/accountmanager A software agent is a piece of software that functions as an agent for a user or another program, working autonomously and continuously in a particular environment. In regards to LabTech, we are referring to the LabTech agent, which is deployed onto client computers and devices in order to manage and monitor those computers and devices remotely. Agreement or quote signed by the LabTech partner as approval for the purchase of software or services. Refers to a LabTech Software consultant, who is an employee of LabTech Software LLC with technical knowledge and training of use and best practices of the LabTech remote monitoring and management platform. The LabTech Software consultant may be referred to simply as ‘consultant’. This is an Excel workbook that will be emailed to you once you have signed the agreement for this engagement. The person designated as the LabTech system administrator at the partner’s location. The LabTech Admin is the designated person at your company to be in charge of managing the configuration of your LabTech server. The LabTech Admin should also be the primary contact for this project. LabTech Software Consulting Department Phone: 813-397-4600, option 4 Email: [email protected] Configuration of best practices involving monitoring, ticketing and patching developed by LabTech Software. LabTech Ignite™ provides out-of-the-box best practices in the form of pre-configured scripts, monitors, groups, alerts, searches, templates and a host of preestablished, automated processes that will empower any managed service provider (MSP)—big or small—to get up and running very quickly and very efficiently. The LabTech Welcome Team provides new LabTech partners with a single point of contact to help getting started with LabTech Software Training and Consulting Services, as well as with customer portal and LabTech University login. Every new LabTech partner is contacted by a dedicated Welcome Team coordinator who will guide them through getting started with LabTech after their initial purchase. Phone: 1-877-522-8323, option 5 Email: [email protected] This term refers to the partner’s server/infrastructure on which the LabTech server software application is installed. This term refers to the Support Department within LabTech Software LLC.
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 8
www.LabTechSoftware.com
Locations in regards to the LabTech RMM software are per Subnet. Each subnet is considered one (1) location. A location may have multiple network nodes and a LabTech agent installed on each qualified node.
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Training
Rev. Date: 7/30/15
A subnetwork, or subnet, is a logically visible subdivision of an IP network. The practice of dividing a network into two or more networks is called subnetting. All computers that belong to a subnet are addressed with a common, identical, most-significant bit-group in their IP address. A managed service provider is a person or organization that accepts and provides managed services. Managed services is the practice of outsourcing day-to-day IT management responsibilities as a strategic method for improving operations. This can include outsourcing production support and lifecycle build/maintenance activities. The person or organization that owns or has direct oversight of the organization or system being managed is referred to as the client or customer. This term refers to you the customer, your entity in its entirety. In some instances, this may be the technical lead assigned by the corporation to this project, the corporation itself, or any corporate resource(s). For the purposes of this Scope of Work, the project start date is the date of your scheduled kick-off meeting with your LabTech Software consultant. Professional services automation software (PSA) is designed to assist professionals such as lawyers, auditors, IT consultants and other professionals with project management and resource management for client projects. These features are often integrated with accounting, Customer Relationship Management (CRM) systems and payroll systems in order to improve efficiency of overall operations. Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft® which provides a user with a graphical interface to another computer over a network connection. The user employs RDP client software for this purpose, while the other computer must run RDP server software. RDP is a secure method of access when properly configured and uses RSA’s RC4 encryption cypher. Microsoft has a number of articles on how to properly configure RDP for secure access. Remote monitoring and management (RMM) is a collection of information technology tools that are loaded to client workstations and servers. These tools gather information regarding the applications and hardware operating in the client’s location, as well as supply activity reports to the IT service provider, allowing them to resolve any issues. RMM usually provides a set of IT management tools such as trouble ticket tracking, remote desktop monitoring and support and user information through a complete interface. A statement of work (SOW) is a formal document that captures and defines the work activities, deliverables and timeline a vendor must execute in performance of specified work for a client. This term is used to describe the LabTech Training regimen developed by the LabTech Training Department. It includes (but is not limited to) LabTech University, LabTech TV, virtual training via webinars and LabTech Boot Camps.
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 9
www.LabTechSoftware.com
Disclaimers Autotask™ is a registered trademark of Autotask Corporation.
ConnectWise™ is a registered trademark of ConnectWise.
GoToMeeting™ is a registered trademark of Citrix® Online.
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 10
www.LabTechSoftware.com
SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work Acceptance with Signature: Prior to work being started, the partner must sign here to signify that they have read the Statement of Work and agree to the terms of this project. Please return the signed statement to your Welcome Team coordinator.
Project
LabTech Software – Pro Service Pack Hours
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
Rev. Date: 7/30/15
LabTech Software, LLC – Pro Service Pack Hours SOW
Page 11
